Workforce Planner Job Description
We are seeking an experienced Workforce Planner to support the objectives of our organization by designing effective processes and policies to achieve desired outcomes.
* Synthesizing data to establish workforce planning protocols and practices that develop optimal operating strategies for a contact centre, improving employee engagement.
* Developing and delivering training and quality assurance services, upskilling team members to provide training and quality assurance services.
* Providing efficient and effective rostering and scheduling for improved service levels daily, weekly, monthly, and annually.
Key Responsibilities:
* Understanding functional requirements and service drivers to accurately forecast current and future call volumes and trends.
* Developing telephone scripts to ensure consistent information transfer to customers, ensuring quality service delivery standards.
* Establishing operational reports to monitor call flow trends and inform decisions relating to training and development opportunities, improving customer satisfaction targets and KPI targets.
Required Skills and Qualifications:
* Experience in customer contact centre planning and management, with knowledge of customer contact centre telephony systems (such as Genesys Purecloud).
* Able to build and maintain positive relationships with internal and external stakeholders.
* Promoting change and improvement initiatives, fostering and contributing to a culture of growth, continuous improvement, and development.
Benefits:
8 Hours/day - 40 Hour working week.
This role offers a challenging and rewarding career opportunity for a skilled Workforce Planner to join our team.